Barnsley Council's Cabinet will be asked to approve an Innovation and AI plan on Wednesday 7 October, designed to improve council services and make them easier for residents to access.
The Theme 2 plan sets out how service redesign, digital tools, automation, data and artificial intelligence will support more efficient ways of working across the council. If approved, it will help deliver £1.865m in efficiencies as part of the council's Medium Term Financial Strategy for 2026 to 2029.
Contact centre upgrade
The plan includes a one-off investment of £445,500 to replace the council's current contact centre platform with a Microsoft Customer Contact solution. The upgrade will make it easier for residents to contact the council and improve how enquiries are dealt with. It will also provide staff with better information and support greater use of automation, enabling more proactive, personalised and preventative services.
Network improvements and service redesign
Cabinet will also be asked to approve upgrades to the council's technology network using existing resources. This will create a simpler, more resilient and secure network to better support modern services and future innovation.
The plan looks at how services work, where demand can be reduced, and where tools including automation, digital forms and AI can help staff work more effectively. The aim is to improve value for money, reduce duplication, make better use of existing systems and give residents, businesses and staff simpler ways to access and use council services.
Cllr Martin Bancroft, Cabinet Spokesperson for Core Services, said: "We want to make it as easy as possible for residents to access the services they need. This plan sets out how we can use technology and innovation to create simpler, more responsive services, while giving staff the tools they need to provide the best possible support."
The full Cabinet report is available on Barnsley Council's website.
